Input from which processes could be considered by service level

management when negotiating service level agreements (SLA)?

1.

A.

All other ITIL processes

B.

Capacity management and availability management only

C.

Incident management and problem management only

D.

Change management and release and deployment management only

Which one of the following statements about a standard change is

INCORRECT?

2.

A.

They are pre-authorized by change management

B.

They follow a procedure or work instruction

C.

They are low risk

D.

They must be implemented as soon as possible

Which of the following statements about the service desk are

CORRECT? 1. It provides a single point of contact between the service
provider and users 2. It manages incidents and service requests 3. It is a
service management process 4. Service desk staff try to restore service as
quickly as possible
3.

A.

All of the above

B.

1, 2, and 4 only

C.

2 and 4 only

D.

2 and 3 only
B

Which of the following statements about functions are CORRECT? 1. They may include
tools 2. They are groups that use resources to carry out one or more activities 3. One
person or group may perform multiple functions 4. They are more costly to implement
compared to processes
A.

1, 2 and 3 only

B.

1, 2 and 4 only

C.

All of the above

D.

None of the above

A

Which one of the following is the BEST description of the activities carried out
by facilities management?

5.

A.

The management of IT services that are viewed as 'utilities', such as

printers or network access

B.

Advice and guidance to IT operations on methodology and tools for

managing IT services

C.

Management of the physical IT environment such as a data centre or

computer room

D.

The procurement and maintenance of tools that are used by IT operations

staff to maintain the infrastructure

Which process would assist with the identification and resolution of any
incidents and problems associated with service or component performance?

6.

A.

Capacity management

B.

Supplier management

C.

Technology management

D.

Change management

Which one of the following statements about the known

error database (KEDB) is MOST correct?

7.

A.

The KEDB is the same database as the service

knowledge management system (SKMS)

B.

The KEDB should be used during the incident

diagnosis phase to try to speed up the resolution
process

C.

Care should be taken to avoid duplication of records

in the KEDB. This can be done by giving access to
as many technicians as possible to create new
records

D.

Access to the KEDB should be limited to the

service desk
B

Which of the following statements about key performance indicators (KPIs) and
metrics are CORRECT? 1. Service metrics measure the end-to-end service 2. Each
KPI should relate to a critical success factor 3. Metrics can be used to identify
improvement opportunities 4. KPIs can be both qualitative and quantitative
8.

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

Which one of the following maintains relationships between all service components?

9.

A.

The capacity plan

B.

The definitive media library

C.

The configuration management system

D.

A service level agreement

A

Should a customer's request for a new service ALWAYS be fulfilled?

10.

A.

Yes if they are an external customer as they are paying for the
service

B.

No if they are an internal customer as they are not always paying

for the service

C.

No it is the responsibility of the service provider to carry out due

diligence before requests are fulfilled

D.

Yes the service provider should ensure that all requests for new
services are fulfilled
B